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- Tasks: Provide top-notch customer service by handling insurance claims and calls with empathy.
- Company: Join WNS, a leading BPM company transforming industries with innovative digital solutions.
- Benefits: Enjoy flexible working hours, remote work options, and a supportive team environment.
- Why this job: Be part of a dynamic team making a real impact in customer service and claims management.
- Qualifications: No specific experience required; just bring your passion for helping others and great communication skills.
- Other info: Must be available for weekend shifts and bank holidays; training may require up to 35 hours weekly.
The predicted salary is between 28800 - 43200 £ per year.
WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process Management (BPM) company. We combine our industry knowledge with technology and analytics to create innovative, digital-led transformational solutions for clients across 10 industries. Our services help businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail, Consumer Packaged Goods, Shipping, Logistics, Healthcare, and Utilities to re-imagine their digital future and achieve operational excellence.
We offer a range of BPM services in finance and accounting, procurement, customer interaction, and human resources, tailored to address each client\’s unique challenges. We work with over 400 clients, supported by a team of more than 64,000 employees.
Job Description
Working hours include:
- Weekday evenings: 18:00 – 22:00
- Weekday mornings: 07:00 – 09:00
- Saturday: 08:00 – 22:00 (6-12 hour shifts available)
- Sunday: 08:00 – 22:00 (6-12 hour shifts available)
Applicants must be able to commit to either Saturday or Sunday shifts, plus bank holidays. Working hours are flexible and will be discussed during the interview. Flexibility may also be required during a training period of up to 35 hours per week.
Basic Purpose and Function
To provide excellent customer service by promptly answering calls, handling claims professionally, and adopting a proactive approach to claims management.
To negotiate claim settlements within service level agreements, ensuring excellent service standards and compliance with best practices.
Key Tasks
- Answering calls and signing off calls according to WNS procedures
- Handling inbound FNOL calls related to motor insurance claims, providing a calm and reassuring customer experience
- Gathering detailed information about incidents, vehicles, drivers, and third parties
- Ensuring compliance with industry regulations, internal policies, and data protection standards
- Assessing call urgency and directing calls appropriately, escalating complex cases
- Prioritizing workload and managing time effectively
- Communicating clearly with customers, explaining next steps, and managing expectations
- Supporting distressed customers with empathy and efficiency
- Negotiating claim settlements to achieve the best possible terms
- Identifying potential fraud indicators and raising concerns as per internal procedures
- Handling complaints according to company procedures
- Keeping customers informed about claim status both verbally and in writing
- Managing administrative tasks, including typing emails and maintaining organized claim files
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Customer Service Advisor - Remote employer: WNS (Holdings) Limited (ADR)
Contact Detail:
WNS (Holdings) Limited (ADR) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Remote
✨Tip Number 1
Familiarise yourself with the insurance claims process, especially motor insurance. Understanding the terminology and procedures will help you communicate effectively during the interview and demonstrate your knowledge of the role.
✨Tip Number 2
Practice active listening skills. As a Customer Service Advisor, you'll need to handle calls with empathy and clarity. Role-play scenarios with friends or family to improve your ability to gather information and manage customer expectations.
✨Tip Number 3
Be prepared to discuss how you would handle difficult customer interactions. Think of examples from your past experiences where you successfully resolved complaints or managed distressed customers, as this will showcase your problem-solving skills.
✨Tip Number 4
Research WNS and their approach to customer service. Understanding their values and how they operate will allow you to tailor your responses in the interview, showing that you're genuinely interested in being part of their team.
We think you need these skills to ace Customer Service Advisor - Remote
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Customer Service Advisor position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, particularly in handling claims or similar roles. Use bullet points for clarity and focus on achievements that demonstrate your ability to provide excellent service.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully managed customer interactions and resolved issues in the past, showcasing your proactive approach and empathy.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer service role.
How to prepare for a job interview at WNS (Holdings) Limited (ADR)
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service roles. Be prepared to discuss specific examples where you successfully handled difficult situations or provided exceptional service, as this is crucial for a Customer Service Advisor position.
✨Demonstrate Flexibility
Since the role requires flexibility with working hours, be ready to discuss your availability. Mention any previous experiences where you adapted to changing schedules or worked during weekends and holidays, as this will show your commitment to the role.
✨Understand the Company and Industry
Research WNS and its services thoroughly. Familiarise yourself with the industries they serve, such as insurance and banking, and be prepared to discuss how your skills can contribute to their goals. This shows genuine interest and initiative.
✨Practice Empathy and Communication
As a Customer Service Advisor, you'll need to communicate clearly and empathetically. Prepare for role-play scenarios where you might have to handle distressed customers or negotiate claim settlements, demonstrating your ability to manage expectations effectively.
